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Customer Service | Virtual Assistance | Excel & Data Handling
Bilingual customer support and financial services professional with experience assisting customers across the US, Latin America, and Europe through phone and live chat. Background in account management, payment inquiries, payment processing, transaction troubleshooting, and escalation handling, supported by experience in fintech operations and regulated financial services. Comfortable working with multiple platforms, verifying customer information, and handling sensitive account and payment issues.
Convera · July, 2023 to Aug, 2026
• Supported B2B and institutional payment workflows across APAC markets, booking and reconciling transactions in GlobalPay and Salesforce. • Investigated unapplied or unallocated payments and lost-funds inquiries using IntelliMatch and banking portals, coordinating follow-up with relevant teams. • Reviewed payment details, remitter information, and SWIFT/MT103 references to identify discrepancies and support accurate transaction processing. • Monitored held transactions and compliance-related issues, escalating or resolving items to support service-level requirements. • Produced recurring operational reports through Excel, for regional leadership, CRM teams, and institutional clients. • Trained new talent on regional banking processes, payment allocation, reporting workflows, and standard operating procedures.
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Profile updated 5d ago